Managing Service In Your Business

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Short Description Participants in this workshop will be given tools and processes that will allow them to effectively and successfully manage and lead a team in a service environment.
Duration 2 Days [non-consecutive]
Who Should Attend The manager, owner or supervisor who has the responsibility for the day-to-day management of service staff employed in a business that has a high degree of customer service focus.
Pre-requisites There are no pre-requisites for this programme.
Key Subject Areas
  • Develop a customer service philosophy and culture within the organisation.
  • Provide the incentive to embrace appropriate management philosophies and techniques by using various self-appraisal tools.
  • To appreciate the impact of good customer service on revenue and profit.
  • Learn techniques to identify and write workable customer service standards.
  • Identify four components on which to evaluate staff performance.
  • Learn how and when to use the skills of counselling versus coaching.
Learning Outcomes This workshop will enable the participant to
  • Understand the role of the manager/supervisor.
  • Understand the concept of 360 degree feedback, how it relates to Services Management Practices and how it can help personal improvement, strengths and potential.
  • Be able to write performance service standards, how to communicate these to staff and be able to undertake a performance review.
  • Know how to initiate performance improvement strategies.
Certification Following successful completion of the KiwiHost Managing Service in Your Business workshop, participants will receive an internationally recognised KiwiHost certificate.
Materials Supplied Each participant will receive a 136 page resource book, 80 page workbook, a Memory Jogger and CD.
Presentation Method Facilitator-led with highly interactive material, including video examples, exercises and discussion.
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